Thank you for your interest in applying to TU Group. This position has been filled. To view other available positions at TU Group, click here.

This is an internal posting for existing Customer Service team members. You are analytical and have a need to dig deeper into issues. You combine a passion for customer service with a need to constantly seek out process improvements.

The successful candidate will be responsible for the following:

• Fulfills the responsibilities of a regular LIA.
• Collaborates with the CS Leadership Team to identify and implement improvements to the Department’s knowledge base organization, maintenance, and access.
• Acts as our Customer Service Champion (in collaboration with the Leadership Team) and liaison for the Venture project.
• Identifies areas where existing policies and procedures require change, or where new ones need to be developed, and upon approval, assists in implementing them.
• Responds to escalated calls from our partners having problems with our custom web applications and assists them whenever possible. Identifies the problem and escalates to ISD if necessary.
• Resolves LIA questions and issues regarding our custom web and Oracle applications. Escalates unresolved issues to ISD.
• Provides support for new and ongoing project initiatives.

• 1 or more years of experience as an LIA.
• 1 or more years of post-secondary education is an asset.
• 2 or more years of successful experience in a quality assurance or operations role is an asset.
• Strong understanding of the business processes that underpin customer service operations.
• Excellent analytical skills – especially regarding business or customer service related systems.
• Professional communication skills – both written and verbal.
• Ability to collaborate successfully with people in many departments and at all levels.
• Excellent computer skills and experience – particularly with spreadsheets.
• Project management experience is an asset.
• Strong presentation skills, including the ability to efficiently and accurately compile and present data and reports.

At TU Group, we are:

Purposeful – we understand; we plan; and then we execute.

Achievement Oriented – we view targets as minimums. Results matter and we work to succeed.

Cohesive – we work towards common goals and respect each other’s roles, responsibilities and expertise.

Evolutionary – we look for opportunity in change. Success is measured by our ability to learn, adapt and be innovative.

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